Kelbrook Mutual Insurance / BG-Demo – Check In
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Kelbrook Mutual Insurance · 16 Oct 2025 10:00
Rebecca Ainsworth reported good results and rising use, but only about a quarter of the eighty Growth seats are active. The renewal on 17 Jan 2026 is ahead, and she must take any terms upstairs.
What was said
What this says
As at Fri 9 Oct 2026Rebecca Ainsworth reported good results and rising use, but only about a quarter of the eighty Growth seats are active. The renewal on 17 Jan 2026 is ahead, and she must take any terms upstairs.
What happened: On 16 Oct 2025 Marcus Bell showed rising usage, no tickets in thirty days and no overdue invoices. Claims and a few underwriting users have joined since the summer.
Customer view: Rebecca wants everyone using what they have, starting with the helpline, rather than new features. She also wants a standard member summary page for relationship managers.
Commercial: The Growth term started on 17 Jan 2024 and runs to 16 Jan 2026, at £56k a year on the order form. Tom Ashdown will cover pricing, and Marcus aims for a renewal conversation in November.
Watch: Rebecca still asks more than most, and a claims system tidy-up could break a connector. The evidence does not show the renewal outcome.
Themes
As at Fri 9 Oct 2026Theme
Adoption growth, renewal preparation
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus to book thirty minutes the following week to plan helpline sessions with Rebecca and a team leader.
- Marcus to draft the usage one-pager with Rebecca's stories for her to pass upstairs.
- Marcus to send November dates for a renewal conversation with Rebecca and Tom Ashdown.
Risks
As at Fri 9 Oct 2026- Only about a quarter of the eighty Growth seats are in use, which weakens the value case at renewal.
- Rebecca asks more questions than most, so the account is exposed if she is away.
- A planned claims system tidy-up could break a connector without warning.
Opportunities
As at Fri 9 Oct 2026- Short helpline sessions could bring a large new user group onto B-Viz.
- A standard member summary page built with the pages feature suits relationship managers.
- Rebecca's member stories next to the usage numbers give a ready value case for the renewal.
Transcript
Marcus BellHello Rebecca, can you hear me alright? I can see you moving but I can't tell if it's the sound or the picture that's frozen.
Rebecca AinsworthMorning, Marcus. Yes, I can hear you fine. Give me a second, my camera has decided to be difficult again. There. Is that better?- Marcus BellMuch better. Morning. Thanks for making the time, I know Thursdays are busy for you.
- Rebecca AinsworthThey are, but this one I wanted to keep. Can I start with something from this week, actually? It's the reason I'm in a good mood.
- Marcus BellPlease. Go on.
- Rebecca AinsworthSo we had a member ring on Tuesday. A village primary school, the head teacher. Their hall roof had been patched after a leak, and she wanted to know whether the repair affected the cover. Now, a year ago one of the team would have put her on hold, gone looking through the policy, then the claims notes, then tried to remember whether anyone had spoken to her before.
- Rebecca AinsworthThis time the relationship manager had the policy, the earlier claim and the last two calls all in front of her before she'd said hello properly. The head teacher actually said, thank you for not making me explain it all again. That's exactly it. Let's not make them tell us twice.
- Marcus BellThat's lovely to hear. And it's the sort of thing I'd like to pull out in the numbers today, if that's all right. I've got a few things I want to cover, so I'll share my screen and walk you through them.
- Rebecca AinsworthGo ahead.
- Marcus BellRight. Can you see it? It should be the usage summary for Kelbrook.
- Rebecca AinsworthMm, I can see a graph going up. Which is a good start.
- Marcus BellIt is a good start, yes. So three things. First, how people are using it, which is the graph. Second, support and the account side, so tickets and invoices. Third, and this is the one I really want your view on, what happens around the renewal in January. Happy to take them in that order unless you'd rather start somewhere else.
- Rebecca AinsworthThat order's fine. Though I'd like to come back to who's using it, not just how many. Is that the whole picture, I mean, if you just give me a total?
- Marcus BellFair. I've pulled the numbers and I'll split it where I can. So, the headline. Over the last thirty days we've had nearly twenty people active on average. That's up by about a quarter compared with the previous quarter.
- Rebecca AinsworthA quarter. That's more than I'd have guessed, to be honest. I knew the relationship managers were in there every day, but I wasn't sure about the others.
- Marcus BellSo the growth is coming from a few places. The relationship managers are still the core, as you say. But there's a newer group from claims who've started asking it questions, and a couple of people on the underwriting side who weren't there at the start of the summer.
- Rebecca AinsworthUnderwriting, good. That was always the bit I worried about. They're a bit sceptical of anything that comes from member services, if I'm honest.
- Marcus BellHa. Well, I wouldn't say that on a recording.
- Rebecca AinsworthI'm fairly sure they'd say it themselves.
- Marcus BellFair enough. What I can say is the underwriters who've come on are asking about claims history alongside the policy, which is exactly what you bought it for. Policies, claims and calls in one place.
- Rebecca AinsworthRight. And what does the member see out of that? That's what I keep asking myself. Not what do we see, what does the member see.
- Marcus BellI can't measure that directly from here, and I don't want to pretend I can. What I can tell you is the stuff behind it. People are opening a member's record and getting the claims and call history in one go, instead of going round three systems. Your head teacher story is probably a better measure than anything on my screen.
- Rebecca AinsworthYes, I'd agree with that. I'll keep collecting those. I've started writing them down, actually, a few lines each, because Malcolm, sorry, because my boss likes a story more than a chart.
- Marcus BellHa, most bosses do. If you're happy to share a couple of those with me I'd like to use them. Obviously with the member details taken out.
- Rebecca AinsworthOf course. Nothing identifiable. Never the name of the school or church.
- Marcus BellAbsolutely. Okay, so one more thing on usage and then I'll move on. You've got eighty licensed users on the Growth plan. With nearly twenty active in a normal month, there's a lot of room left. I'm not saying that to sell you anything. I just think it's useful to know where the gaps are.
- Rebecca AinsworthYes. Eighty seats, and we're using about a quarter of them. I know. It's been on my mind. Part of it is that I've been rolling it out team by team and I didn't want to flood people.
- Marcus BellThat makes sense, and honestly slow and steady probably explains why it's stuck. When it goes in too quickly people try it once, don't find what they need and drift off.
- Rebecca AinsworthThat's what happened with the last system we had. Everyone had a login and nobody opened it.
- Marcus BellRight. So which team would you take next, if you were choosing? Is it the rest of claims, or the helpline?
- Rebecca AinsworthOh, the helpline. I came up through the helpline, so I'm biased, but they're the ones taking the first call. If anyone needs to know the member already, it's them. The trouble is they're on the phones all day, so getting them into a training session is a nightmare.
- Marcus BellCould we do short sessions? Fifteen minutes, say, at the start of a shift, and I can join. I've done that with a couple of other accounts and it works better than one long afternoon.
- Rebecca AinsworthFifteen minutes I could sell to the team leaders. An afternoon, no chance.
- Marcus BellThen let's do that. I'll note it as something for me to set up. Shall we book thirty minutes next week to plan the sessions with whoever looks after the rota?
- Rebecca AinsworthYes, please. I'll bring in one of the team leaders so it's not just me deciding for them.
- Marcus BellPerfect. Okay, second topic. Support. Can I just show you this bit? Hang on, I've lost the tab. There.
- Rebecca AinsworthI'm looking at a blank table. Is that meant to be blank?
- Marcus BellIt is, and that's the good news. There have been no tickets from you in the last thirty days. None at all. So nothing urgent, nothing waiting on us.
- Rebecca AinsworthHuh. I'd honestly not noticed. Is that normal? I'd have thought we'd have asked for something.
- Marcus BellIt's a fair question, because sometimes no tickets can mean people have given up. Here I don't think that's the case, because use is going up and the data is refreshing every night. If it were going stale, you'd see people drop off. They're doing the opposite.
- Rebecca AinsworthGood. But if something did go wrong, you'd want us to shout, wouldn't you?
- Marcus BellAlways. Shout early, even if you're not sure. I'd rather get a ticket that turns out to be nothing than hear about a problem three weeks late.
- Rebecca AinsworthI'll tell the team that. I think some of them feel they're bothering someone.
- Marcus BellYou're not. Okay, and the other half of that. Invoices. Nothing overdue. Our finance team has the account as fully paid, so no chasing from our side, and I'm assuming none from yours.
- Rebecca AinsworthNo, our finance people are tidy about that. Paid on time, as far as I know. They'd have told me.
- Marcus BellGreat. So that's usage, support and invoices all in decent shape. Which brings me to the thing I really wanted to talk about. January.
- Rebecca AinsworthMm. I thought it might be. Remind me exactly where we are. Two years went quickly.
- Marcus BellIt did. You joined on 17 Jan 2024, on the Growth plan with a two-year term, and that term runs out on 16 Jan 2026. The renewal date on our side is 17 Jan 2026. At the moment you're at £55,800 a year on the order form, and that matches what's been invoiced.
- Rebecca AinsworthRight. So the money lines up. Good. I don't need any surprises on that front.
- Marcus BellNothing odd on our side. Now, the pricing for the next term is something Tom Ashdown will take you through. He looks after the commercial side of your account, and I'd be speaking out of turn if I tried to cover it. My job is to make sure the conversation starts from how it's actually been used.
- Rebecca AinsworthThat's fine. And I should say, so there's no confusion later, I can talk through what we need, but I'd have to take any terms upstairs. I don't agree anything on my own.
- Marcus BellUnderstood, and that's useful for Tom to know. Would it help if I put together a one-pager on usage that you can pass up? Something that shows the growth in people using it and the kind of questions they're asking.
- Rebecca AinsworthThat would help a lot. Something with a bit of plain English on it. Can it have a couple of the member stories next to the numbers? I find a number on its own doesn't land.
- Marcus BellYes. You send me the stories, I'll put them alongside the numbers. And I'll be honest about what the numbers don't show. I don't want to oversell it.
- Rebecca AinsworthI appreciate that. It's why I trust you, if I'm allowed to say so.
- Marcus BellHa. Thank you. Right, on timing. We send a formal notice well ahead of the end of the term, about ninety days before, so that's coming up fairly soon after the new year starts to look close. I'd rather we'd already talked it through before it lands in your inbox, so it doesn't feel like a form letter.
- Rebecca AinsworthGood, I'd hate it to feel like that. Can we get something in the diary for the autumn? Before the end of the year, ideally, because December gets silly.
- Marcus BellYes. I'll aim for a renewal conversation with you and Tom in November. I'll send a few options rather than one date.
- Rebecca AinsworthLovely. And should I be asking anything of my own team before then? Anything you need to hear from me?
- Marcus BellTwo things, if you're willing. One, who else should be in that renewal conversation from your side, apart from you and whoever signs. And two, whether there's anything you'd want from B-Viz that it doesn't do today. I'd like Tom to hear that before he sits down with you, not during.
- Rebecca AinsworthOn the first, probably someone from claims and someone from underwriting, so it's not just member services speaking for everybody. On the second, let me think. I'd say it's less about new features and more about getting everyone using what we've got. Is that a daft answer?
- Marcus BellNot daft at all. It's probably the most useful answer I'll get this month. It tells me where to put my time.
- Rebecca AinsworthThere is one thing. When a relationship manager is preparing for a member's renewal meeting, they still print things out. I'd like that to be one page that they can bring up, not five tabs.
- Marcus BellRight, a member summary page. That's something the pages feature can do. I can show you how one is built, and your team could set up a standard layout so everyone prepares the same way.
- Rebecca AinsworthOh, that's what I'm after. A standard layout. Would it take long?
- Marcus BellI wouldn't want to promise a time off the top of my head, but it's not a big job. Let's do it in the same session as the helpline planning. Actually, no, that'd be too much for thirty minutes. I'll book a separate slot.
- Rebecca AinsworthSeparate is better. I'd want one of the relationship managers there, someone who'd actually use it. I'll ask who's keenest.
- Marcus BellGood. Is there someone who tends to be the go-to person for questions on your side? Because the other thing I look at is whether it's one person doing most of the asking.
- Rebecca AinsworthHmm. Honestly, I think I ask more than most. I use it a lot before meetings with the senior team. After me, it's a couple of the relationship managers. But it's spreading, I think.
- Marcus BellThat fits what I'm seeing, that it's spreading. Still, it's worth keeping an eye on. If you were away for a month, I'd want the others to carry on regardless. That's another reason for the helpline sessions and the shared layout.
- Rebecca AinsworthFair point. I'm not planning on going anywhere, mind. But yes, I take the point. Nobody should be a single point of failure, least of all me.
- Marcus BellHa. Okay. Anything on the technical side I should know about? New systems coming, anything changing in how you hold member data? Because if something changes at your end, I'd rather hear before the nightly refresh does.
- Rebecca AinsworthNothing I know of. There's been talk about tidying up some of the claims system, but it's early and nobody's told me a date. I'll let you know as soon as I hear.
- Marcus BellPlease do. That's usually where connectors break, when a source system changes underneath them. A quick note from you and I can have someone ready.
- Rebecca AinsworthI will. I'm trying to get on the project group so I hear first.
- Marcus BellPerfect. Right, I think we've covered most of it. Let me read back what I've got, and you tell me if I've got it wrong.
- Rebecca AinsworthGo on.
- Marcus BellOne. I book thirty minutes next week to plan short helpline sessions, with you and a team leader. Two. A separate session on a standard member summary page, with one of your relationship managers. Three. I draft a one-pager on usage, with your member stories alongside, for you to pass upstairs. Four. I send dates for a renewal conversation in November with you and Tom, and you tell me who from claims and underwriting should join. Five. You let me know if anything changes in the claims system.
- Rebecca AinsworthThat's it exactly. I'll send you the stories by the end of next week, if that gives you enough time.
- Marcus BellThat's plenty. No rush, just the sooner the better for the one-pager.
- Rebecca AinsworthCan I say one more thing before we go? It's not on your list.
- Marcus BellOf course.
- Rebecca AinsworthWhen I first pushed for this, a couple of people thought I was chasing a shiny toy. It's quite nice now to be able to point at the head teacher and say, that's why. So thank you, to you and the team. It's been a good two years.
- Marcus BellThat's kind of you, thanks Rebecca. It's your team that's made it work, we just supply the plumbing. I'll pass it on.
- Rebecca AinsworthPlease do. Right, I'd better go and see whether anyone's rung about a church roof. Speak soon.
- Marcus BellSpeak soon. I'll send the invite for next week this afternoon. Thanks, Rebecca. Bye.
- Rebecca AinsworthBye, Marcus.
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